A Cross-Sectional Online Survey: Exploring the patient perspective of community pharmacies delivering care to ethnically diverse individuals with disabilities

Abstract

Background According to the Centers for Disease Control and Prevention (CDC), more than one in four people live with a disability in the US, and 76.8% of adults with disabilities encounter barriers that prevent access to available healthcare. To reduce inequities, healthcare professionals are encouraged to provide patient-centered and culturally responsive care. Aim This study was a prospective, cross-sectional, questionnaire-based study that obtained patient perception of community pharmacies providing culturally responsive care to ethnically diverse patients with disabilities. Methods Respondents were recruited by Qualtrics to complete an anonymous, nationwide, online survey from August 7 to August 14, 2024. The survey asked for demographic information, frequency of encounters with the pharmacy, perception of quality of care based on their identities (ethnicity, disability), barriers in obtaining medications, and suggestions to improve services. Demographics were reported using descriptive statistics and the Kruskal-Wallis test was used to compare Likert scale responses. Results A total of 1218 respondents completed the survey; 200 self-identified as white, non-Hispanic without disabilities which served as the control and 1018 patients were from an ethnically diverse background with a disability (n = 518) or without disabilities (n = 500). Overall, the median age was 41 years and 66% of respondents were female. In all of the cohorts, over 50% of respondents were satisfied with the quality of care provided by pharmacists and pharmacy staff. Barriers identified were communication issues (specific to hearing) and the limited physical space for patients in wheelchairs. Patients suggested increased diversity of staff members in the pharmacy along with training for pharmacists and staff on the needs of those with disabilities. Conclusions Patients reported positive experiences related to their race, ethnicity, and disability status when interacting with the pharmacy; however, many barriers and other considerations were noted by respondents that may improve their care and experiences.